# Premium Support Engineer

**Company:** [Replit](https://hotfix.jobs/companies/replit)
**Location:** London, United Kingdom
**Role:** Support Engineering
**Experience:** 3+ years
**Skills:** JavaScript, Python, Zendesk, Linear, Slack, Technical Troubleshooting, Incident Management, Automation, Developer Tools, ChatGPT
**Posted:** 2026-04-08

> Provides high-priority technical support to Premium and enterprise customers, troubleshooting complex Replit platform issues, coordinating incidents, and improving support tooling and processes. Requires 3+ years of technical or developer support experience, strong JavaScript or Python debugging skills, and calm communication under pressure.

## Job Description

## Responsibilities
- Provide swift, high-priority support to Premium customers, responding within strict SLAs.
- Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
- Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.
- Lead customer-facing communications during outages or incidents.
- Identify recurring issues and collaborate internally to reduce time to resolution.
- Contribute to internal tooling, automation, and documentation that improves team efficiency.
- Partner with Engineering, Product, Sales, and other internal teams to ensure Premium customers receive a consistent, high-quality experience.
- Help onboard and mentor other support engineers, raising the team's overall bar for responsiveness and quality.

## Requirements
- 3+ years in technical support, developer support, or systems engineering.
- Experience providing rapid-response support to high-value or enterprise customers.
- Strong debugging skills with JavaScript, Python, or similar languages.
- Excellent written and verbal communication under time pressure, with the ability to convey technical concepts clearly and calmly.
- Familiarity with Zendesk, Linear, Slack, and internal debugging utilities.
- Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.
- A proactive, ownership-driven mindset and genuine empathy for customers.

## Nice to Have
- Used Replit within the last 3 to 6 months.
- Experience working with IDEs, terminals, or other common developer tools.
- Experience with AI tools such as Claude or ChatGPT.

## What We Value
- A systematic problem-solving approach to complex operational challenges.
- Self-direction and effective cross-functional collaboration.
- Strong communication with technical and non-technical audiences.
- Continuous learning and staying current with industry best practices and new technologies.
- A focus on automation, repetitive-task reduction, and self-healing systems.

## Compensation and Benefits
- Competitive salary and equity.
- 401(k) program with a 4% match (US only).
- Health, dental, vision, and life insurance.
- Short-term and long-term disability coverage.
- Paid parental, medical, and caregiver leave.
- Flexible time off and holidays.
- Commuter benefits (in-office and US only).
- Monthly wellness stipend.
- Autonomous work environment.
- In-office setup reimbursement (in-office only).
- Quarterly team gatherings.
- In-office amenities (in-office only).

## Similar jobs

- [Premium Support Engineer](https://hotfix.jobs/jobs/31235aa2-5b50-4e1f-a59a-92c6ac386212) - Replit - London, United Kingdom
- [Technical Support Engineer](https://hotfix.jobs/jobs/281ff086-630f-4a0d-a9d5-1e94322ad10b) - OPSWAT - London, United Kingdom - £60k – £85k/yr
- [Customer Support Engineer](https://hotfix.jobs/jobs/bfab0fd9-d5d8-44f4-a3aa-b9fae7f70cf2) - PlanetScale - Remote
- [Technical Support Engineer](https://hotfix.jobs/jobs/a4e5f7f6-852e-4ce2-94d4-f6d9280a8791) - ConductorOne - Remote - $120k – $140k/yr
- [Technical Account Manager, Weekend Coverage, EMEA](https://hotfix.jobs/jobs/889a87c2-5fcb-4060-80c2-41818413ccaa) - Harvey - New York, NY

**Apply:** https://hotfix.jobs/jobs/bc7ee49f-9c9d-4018-acb2-7ad02a612711
**Canonical:** https://hotfix.jobs/jobs/bc7ee49f-9c9d-4018-acb2-7ad02a612711